The success of r company-wide Quality Improvement efforts rests not only with top and middle management but also on line and front desk employees who are actually installing new services, restoring faulty services, providing services to customers both internal and external
Customers and global price competitiveness are changing the way companies around the world are doing business. Quality is leading that change
By constantly striving for Quality in a planned and measurable way, and by harnessing the creativity and resourcefulness of all its staff, organisations will be capable of providing all customers with products and services that “fits for purpose” and at a price which gives customer value for money and a reasonable return on investments
PROGRAM OBJECTIVES
The purpose of this program is to inculcate in participants the key concepts and principles of Quality and make them Quality conscious which will be translated in their work attitudes and thereby improve customer service, ensure job satisfaction and increased productivity
CONTENT
The content will include:
- What is Quality
- Basic Concept and Principles of Total Quality Management ( TQM )
- Problem Solving Techniques
- Basic Quality Tools (Brainstorming, Cause & Effect Analysis, Pareto Analysis etc.)
- The Service “Pie”
- How Quality Improvement Teams (QIT’s) Work
- How to Develop/Implement Quality Improvement Strategies
PROGRAM DELIVERY
The program delivery approach is practical and results oriented and can be tailored to suit our client’s specific business environment. It will include:
- Sharing of hands-on experience and case studies
- Syndicate discussions
- Powerpoint/video presentations
- Team Building Exercise
- Creativity Exercise
TARGET PARTICIPANTS
Line managers, Front desk executives, Sale & Marketing Staff, Production, Planning, Quality Assurance, Maintenance, Finance Staff
DURATION
Three ( 3 ) days |
